Account Setup Overview

Welcome and thank you for choosing ReturnGO!

Once you've installed ReturnGO, it's time to set up your account to start processing your returns.

To complete setting up your ReturnGO account, follow these steps:

  1. Set Return Methods
  2. Set Your Return Policy
  3. Integrate to Your Store


When you have completed all the steps for setup, you’ll have a working ReturnGO account and a return portal integrated into your store that’s ready to be shared with your customers. 

We will explain each step in detail in the following sections.

Step 1: Set Return Methods 


The first step for setting up your store is to set your store’s return methods. 

Return Method defines how your customers will return their items, if at all.  

A return method is included in each policy rule defined in your return policy. 

When a return method is defined as eligible, the policy rule that includes it will be made available to your customers.

This step will be automatically marked as completed because there are 4 default return methods that are pre-defined. You can review these return methods, adjust them, and/or add return methods as needed. 

View your return methods by clicking SETTINGS on the left menu and then clicking on RETURN METHODS. 

Types of supported return methods:

No Shipment Required Customers can keep or donate the item instead of returning it.
Return to Drop-Off Location Customers return the item to a physical location; your store, a locker, or other drop-off location.
Ship With Any Carrier Customers will pay for the shipment and can choose their preferred carrier to ship the item.
Ship With Pre-Paid Label Customers ship the items back using a pre-paid label that you provide by integrating your shipping provider into your ReturnGO account.


Editing a Return Method 

To edit a return method, click on it and adjust the settings as necessary. Afterward, don't forget to save your changes. 

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Once you've defined the return methods you'll offer your customers, you can move on to Step 2.

Step 2: Set Your Return Policy


After defining your store’s return methods, the next step is to set up your return policy. 

Your Return Policy is a set of rules that details your business process and requirements for accepting returns and exchanges. 

Each policy rule consists of a resolution (what type of return is offered), eligibility conditions, and a return method. Additionally, you can set up automations and fees per policy rule. 

The return portal guides customers based on these policy rules. When customers request a return, they'll be offered the policy rules that are eligible for each item. 

Creating Policy Rules 

View your policy rules by clicking SETTINGS on the left menu and then clicking on RETURN POLICY. 

To create a return policy rule

1.   Go to Settings > Return Policy. 

2.   Click ADD RULE. 


3.   The policy editor pop-up box will appear. 

4.   In the policy editor, you can configure the settings for the policy rule.


Settings you need to configure for your policy rule: 

Internal Name

  • Name the policy rule so you can distinguish it later from other policy rules that use the same resolution and return method on the Return Policy page. 


  • Define how you will handle the request. Each customer request (exchange, return, etc) can have multiple resolutions, but each policy rule applies to one of them at a time. 



  • Enable the policy rule in order for it to be offered to customers when they have items meeting the eligibility conditions. If you want to prevent customers from being offered this rule for now, you can switch it to Off and you can always enable it again later.



  • Define under which conditions customers will be eligible for this policy rule. When a property is deemed ineligible, the policy rule will not be offered to the customer. 
    • Orders  - Create conditions to define which orders are eligible for this policy rule. If the order isn’t eligible for any policy rules, the customer will not be able to generate a return request.  2021
    • Items - Create conditions to define which items are eligible for this policy rule. The conditions can be based on paid price, cost, name, tags, and more.2223
    • Customers - Create conditions to define which customers will be eligible for this policy rule. The conditions can be based on the customer's location, tag, type, the number of RMAs the customer has created, and more.2425
    • RMAs - Create conditions to define which return requests (RMAs) will be eligible for this policy. The conditions can be based on the overall paid price, the number of items included, and more.2627

Operational Settings  

  • Configure return methods, fees, and the approval process for this policy rule.
    • Return Method - Choose one of the return methods you defined in the previous step to be used in this policy rule.28
    • Additional Payments - You can add fees to be charged, such as a restocking fee, return shipping label fee, or return fee. These fees can be reduced from the refunded amount or can be charged to the customers via a separate invoice. 29
    • Automation Rules -  You can automate various steps of the return process in order to improve the customer experience, save yourself time, and speed up the process. Set triggers for each step to be automated.30

5.   When you’re finished setting up your return policy, click SAVE.


6.   You can always create another policy rule by clicking the ADD RULE button.


With this step completed, you are almost done with your account setup and can continue on to the final step.


Step 3: Integrate Into Your Store


In order to go live with you portal, you need to integrate your portal into your store.

To integrate ReturnGO into your store:  

1.   Go to Settings > Integrations > Products & Services.

2.  Click on Shopify Integration.

3.  If the URL looks fine and there is no conflict with any previous return applications you might have installed, turn ON the Enable Integration switch.


3.   If you want to change the app proxy, make sure that it matches the app proxy definitions in your Shopify store admin. 

4.   Your ReturnGO account is now integrated into your store. 

Launching Your ReturnGO Portal

After completing all the steps, you can finish up your account setup by launching your ReturnGO portal. 

To add your ReturnGO portal to your Shopify store:

1.   Copy the link to your return portal. 

2.  Place your return portal link as a hyperlink in your Shopify store footer,                  return policy page, on your product pages, or anywhere on your eCommerce site. 


3.   You can also test your portal by clicking the PREVIEW MODE button.


With your ReturnGO portal launched, you’re now ready to manage and process returns.